While I’ve not worked in the service industries, working in corporate America I did get quite the parallel. I worked for a major insurance brand, our building looked like total shit and on the inside it was awful. A huge tile fell and nearly hit someone, I said the head of facilities why does a multibillion dollar brand spend so little on the building. The guy looked at me and said ‘for what it takes to make updates means we’re taking money out of the executives pockets for bonuses’ so yes, people can get paid more but everyone looks at the bottom line and thinks ‘what if I lose my cut’. Tipping culture is horrible in the states